Tulasi Medical Centre

On this page

• Overview
• Kindness, compassion and dignity
• Treating people as individuals
• Independence, choice and control
• Responding to people’s immediate needs
• Workforce wellbeing and enablement

We looked for evidence that the service involved people and treated them with compassion, kindness, dignity and respect.

At our last assessment, we assessed the key questions for safe and effective. This is the first time under its current registration with CQC we have looked at the caring key question.

This service scored 75 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

The service treated people with kindness, empathy and compassion and respected their privacy and dignity. Staff were able to explain how additional support was provided for vulnerable patients; for example, the practice worked with two care homes to help provide support to elderly residents.

The National GP Patient Survey (2024) data showed people felt listened to and were treated with kindness. Seventy-nine percent of patients from the survey said the healthcare professional they saw or spoke to was good at treating them with care and concern. Fifty-six percent of patients said they found the reception and administrative team helpful. We spoke to three patients during our site visit and two patients from the Patient Participation Group on the phone; all patients we spoke to agree the clinical and non-clinical staff treated them with kindness, empathy and compassion.

Staff we spoke with understood Gillick competency and there was a process to ensure young adults had control over their own privacy and the amount of parental involvement in managing their care and support. Leaders at the practice were able to provide examples in which the Gillick competency was applied.

The service treated people as individuals and made sure people’s care, support and treatment met people’s needs and preferences. For example, the practice referred 17 carers to additional support through a social prescriber in the last year.

Staff treated patients as individuals and were able to describe adjustments they made to enable them to be fully involved in their care. There were processes to support patients’ communication needs and staff completed the Accessible Information Standard training.

The service promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing. They provided patients with information and guidance to enable them to make informed decisions about their care. This was reflected in the results from the National GP Patient Survey (2024) in which 80% of patients felt they were involved as much as they wanted to be in decisions about their care and treatment during their last appointment.

The service listened to and understood people’s needs, views and wishes.

Results from the National GP Patient Survey (2024) showed that 86% of patients felt their needs were met during their last appointment. Staff and leaders were responsive to people’s immediate needs. Staff explained how they prioritised patients in immediate need, for example, through triaging appointments.

The service cared about and promoted the wellbeing of their staff and supported and enabled staff to always deliver person-centred care.

The practice carried out a staff wellbeing survey in December 2024 and found majority of their staff felt proud to work as part of a team, were satisfied with their job overall and felt valued as part of the service. This was also reflected in the results from our staff interviews where majority of staff told us they felt supported by the leadership team, worked well as a team and felt valued by leaders.